1. Order Processing
- Orders are processed after full payment is received by Zelle or Venmo.
- Paid orders ship within 7 business days. This window may change depending on order volume; if we anticipate a longer delay, we'll let you know.
- You will receive a shipping confirmation with a tracking number by email once your order is on its way.
2. Shipping and Delivery
- We ship within the United States via carriers such as USPS, UPS, or FedEx.
- Free U.S. shipping on orders over $300. A flat $11.99 shipping & handling fee applies to orders below that amount. Estimated delivery times are shown or communicated at the time of your order.
- Delivery estimates are provided by the carrier and are not guaranteed. Once a package is handed to the carrier, delivery timing is outside our control.
- You are responsible for providing a complete, accurate shipping address. Orders returned or lost due to an incorrect address may incur a re-shipping charge.
3. Where We Ship
We supply research laboratories, institutions, and businesses, and we ship to business, institutional, and laboratory addresses within the United States.
Every order is reviewed before it ships, and that review includes the delivery address. We confirm the address is deliverable and consistent with a research or business setting. Orders addressed to residences, mail-forwarding or package-forwarding services, hotels, or addresses we cannot confirm are placed on hold — we will email you to confirm your research affiliation, and the order ships once that is settled.
We do not ship to freight forwarders or reshippers, and we may decline any order we are unable to verify. Where we decline an order, any payment already received is returned in full.
4. Lost or Damaged Packages
If your order arrives damaged, or the tracking shows a problem in transit, contact us at info@biscaynescience.com within 7 days of the delivery date with your order number and photos of any damage. We will work with you and the carrier to resolve it, which may include a replacement at our discretion.
Lost in transit vs. marked delivered. If tracking shows a package is lost or stuck in transit and never arrives, contact us and we will open an investigation with the carrier and, where the loss is confirmed, arrange a replacement at our discretion. If tracking shows a package was delivered but you cannot locate it, responsibility passes to you and the carrier once it is marked delivered to the address you provided — please check with your household and neighbors and file a claim directly with the carrier. We are not responsible for packages that are lost or stolen after being marked delivered, or for delivery to an incorrect or incomplete address you supplied.
5. All Sales Are Final
Because our products are research chemicals whose integrity and storage conditions cannot be verified once they leave our control, all sales are final — we do not accept returns and do not offer refunds. Please review your product, quantity, and shipping address carefully before you pay.
The only exception is an error on our part: if we ship the wrong item, or your order arrives damaged or defective, contact us within 7 days of delivery with your order number and photos. We will make it right with a replacement (not a cash refund). Please do not use the affected product.
6. Order Changes and Cancellations
Need to change your order? Email us as soon as possible and, where we can, we'll adjust it before it ships, at our discretion. Because all sales are final, submitted payments are non-refundable. If we are unable to fulfill your order for a reason on our side, we will arrange an equivalent replacement or store credit.
7. No Refunds
Consistent with our all-sales-final policy, we do not issue cash refunds. Where the problem is our fault — a wrong, damaged, or defective item — your remedy is a replacement as described above. Nothing in this policy limits any rights you may have under applicable law that cannot legally be waived.
8. Undeliverable or Refused Orders
If a shipment is refused or returned to us as undeliverable — for example, an incorrect or incomplete address — we will contact you to arrange re-shipment at an additional shipping charge. As all sales are final, the product amount is not refunded.
9. Contact
Questions about shipping or an order issue? Email info@biscaynescience.com with your order number and we'll help.